Associate Director resume example with 15+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Executive Profile
Innovative, diligent, and results driven professional, with more than 15 years of experience in overall leadership and Contact Center Operations focused on meeting and exceeding company goals wile maintaining a excellent customer service. Worked as a team to provide a proven record of success in leading initiatives and streamlining existing business operations to gain and ensure profitability. Producing high productivity and efficiency. Demonstrate in depth knowledge of business and operations processes. Analytical thinker with well developed team leadership and supervisory adeptness as well as solid communication and interpersonal skills. Accustomed to developing effective client/customer relations and ensuring total customer satisfaction.
Skill Highlights
  • Leadership/communication skills
  • Business operations organization
  • Client account management
  • Human resources
  • Employee relations
  • Self-motivated
  • Customer-oriented
  • Staff Development
  • Staff Training
  • Service Quality Improvement
  • Staff Retention
  • Strategic Planning
  • Team Building
  • Staff Motivation
  • Training and Development
Core Accomplishments

  • Managed a Contact Center.
  • Handled all functions related to Customer Service, Hiring, Staffing and all areas of the Contact Center.
  • Staff Development:
  • Oversaw well-received program of professional development courses for all Contact Center staff.
  • Mentored and coached employees resulting in a increase in production and quality.
  • Played an instrumental role in increasing customer satisfaction.
  • Reduced staff turnover by implementing several well-received team and morale-building programs.
  • Exceeded corporate target goals for customer service satisfaction on a regular basis.
Professional Experience
06/2006 to 02/2015
Associate Director Cline Davis & Mann, Inc. Miami, FL,
  • Offer direction and assistance to staff members in accomplishing daily operations of the Contact Center.
  • Responsible for screening candidates to determine if they meet the requirements and skill sets for open positions.
  • Partnered with HR department to pre-screen candidates for openings in the Contact Center.
  • Determined the starting pay for contact center employees.
  • Worked Job Fairs/determined if the candidate needed to go through a second round of interviews.
  • Monitor all inbound and outbound calls when necessary.
  • Responsible for the organizational and planning of events for the Contact Center.
  • Plan and define the center and project goals and assured that managers were following them.
  • Worked with training department on a regular basis to insure that training dates were scheduled for new hires and continuing education.
  • Assisted contact center managers in dealing with unsatisfied customers.
  • Promote stress-free work culture free of any discrimination.
  • Ensure teams are equipped with necessary resources and training to achieve service goals.
  • Directed and managed four phone managers and one quality manager and staff of 65 to 70 contact center associates and 12 quality service representatives.
  • Established policies and business procedures for KPI and matrix.
  • Identified and recommended training and promotion by evaluating employee performance.
  • Spearheaded cross-functional initiative to achieve better usage of employees and mainstream call types.
  • Accountable for the Contact Center,including overall customer satisfaction.
  • Worked closely with the Command Center to retrieve reports and to ensure that there was sufficient coverage to assist with phone calls.
  • Answered employee questions regarding Annuities and resolved any issues.
  • Advised managers on organizational policy matters and recommend needed changes.
  • Conducted new employee orientation to foster positive attitude toward organizational objectives.
  • Identified staff vacancies and recruited, interviewed and selected applicants.
  • Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
03/2004 to 06/2006
Broker Dealer Manager Trinity Industries Inc Cartersville, GA,
  • Successfully managed the activities of 15 team members.
  • Monitored the daily activities of customer support teams.
  • Followed team productivity metrics.
  • Interviewed customer service representatives.
  • Provided detailed monthly team reports and updates to senior management.
  • Provided a high level of customer service and leadership support to upper management, peers, representatives and clients.
  • Evaluated CRM reports to identify problems and areas for improvement.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Effectively managed departmental expenses to stay within allocated budget.
  • Effectively managed departmental expenses to stay within allocated budget.
  • Resolved customer questions, issues and complaints.
  • Implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
06/2002 to 03/2004
Quality Service Professional AIG City, STATE,
  • Created an encouraging environment for employees to have open communications during side by side and quality meetings.
  • Conduct coaching sessions for the new and seasoned employees and suggest different alternative for them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.
  • Take corrective measures in case of discrepancies.
  • I worked closely with the manager and assisted with projects, assistance on the floor and supervisor callbacks when necessary.
06/1999 to 06/2002
Customer Service Professional AIG City, STATE,
  • Managed a high-volume workload within a deadline-driven environment.
  • Resolved inquiries in a timely manner and consistently met performance benchmarks in all areas (speed, accuracy, volume).
  • I possessed compassion and understanding when assisting customers with questions and inquiries.
  • Became one of the lead “go-to” employee's to assist new and tenured employees with basic questions and with challenging calls
  • Helped company attain the highest customer service ratings.
  • I earned above average remarks in all categories including communication skills, listening skills, problem resolution and politeness.
  • Recognized as the # 1 Customer Service Professional and received the STAR award in 2002 for providing amazing customer service.
  • Ranking was based on accuracy, customer service, duration of calls and availability.
Expected in 2016
Certificate : Business Administration
Vista College - Amarillo, TX

I’m currently enrolled in Vista College to receive my

certificate in Business Administration and will continue to receive my Associate Degree in Business Management.

Expected in 1988
High School Diploma: Basic
Amarillo High - Amarillo, TX
  • I possess the following skills:
  • Computer Skills (dual monitors, word,excel,power point)
  • People Skills, Strong Communication Skills, Assertiveness, Attention to Detail, Attentiveness,Conflict Resolution Confident and Conflict Resolution.
  • Analytical and Critical Thinking
  • Employee Development
  • Leadership/Management
  • Discipline
  • Staffing/Retention
  • Budget

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Resume Overview

School Attended

  • Vista College
  • Amarillo High

Job Titles Held:

  • Associate Director
  • Broker Dealer Manager
  • Quality Service Professional
  • Customer Service Professional


  • Certificate
  • High School Diploma

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